Implementation Manager (SaaS)

Company Description

Swiftly is on a mission to help cities move more efficiently. We are the leading transit data platform for agencies to share real-time passenger information, manage day-to-day operations, and improve service performance. Today, over 180 transit agencies in 11 countries – including LA Metro, MARTA, SEPTA, and MBTA – rely on Swiftly to improve on-time performance by up to 40% and increase passenger information accuracy by up to 50%. The result is better service reliability, increased ridership, and more efficient transit operations.

Even though Swiftly's HQ office is located in San Francisco, CA, we are open to candidates in most locations across the U.S. as well as Ontario and British Columbia, Canada. At this time we are unable to provide Visa sponsorship.

About the Professional Services Team

The Professional Services team is a part of the broader Customer Success department at Swiftly, working to ensure customers are happy and finding immense value in the tools that Swiftly provides. 

The Customer Success Department comprises Implementation Managers, Account Managers, and Technical Support Representatives. This department is on the front line, being the first point of contact for customers that have questions, are encountering issues, or need more support during the implementation phase of our relationship. When problems arise, we ensure that individual customers are listened to and that their issues are cared for, and we apply a keen analytical eye to spot trends and communicate problems in proactive ways with the product team. We are passionate about improving mobility in the communities we serve, and we work side by side with transit agencies and operators to ensure their projects are impactful. We love the human aspect of our work and thrive on getting creative to solve problems or boost network performance. The Customer Success org is responsible for everything post-sale, and the Implementations team is a critical part of starting our customers on the right foot. 

About the Role

You will play a vital role in ensuring successful deployment and adoption of our software solutions. You will collaborate with cross-functional teams, including sales, product/engineering, and technical support, to lead the implementation process and deliver exceptional customer experiences. Your expertise in project management, technical understanding, and customer-centric approach will be key in driving the successful onboarding and integration of our SaaS products for our clients.

This is a remote position. Occasional travel may be required. 

• Project Leadership: Lead end-to-end implementation projects for new and existing customers, serving as the primary point of contact for customers and internal teams throughout the implementation lifecycle.
• Implementation Planning: Develop detailed implementation plans, including timelines, resource allocation, and milestones, to ensure smooth execution of projects and timely delivery of solutions.
• Technical Expertise: Provide technical guidance and support during the implementation process, including data migration, integration with existing systems, and customization of the SaaS platform to meet customer-specific needs.
• Training and Support: Conduct live training sessions for our customers to help them get value out of Swiftly’s products and accomplish their core strategic goals. Provide ongoing support and troubleshooting assistance to address customer concerns or issues.
• Adoption: Drive heavy adoption on the Swiftly platform while helping customers meet their goals and achieve value quickly during the implementation process. 
• Stakeholder Communication: Maintain regular and effective communication with customers, internal teams, and stakeholders, providing progress updates, managing expectations, and ensuring alignment throughout the implementation process.
• Quality Assurance: Conduct thorough testing and data validation activities to ensure the accuracy, reliability, and performance of the Swiftly’s solutions.
• Continuous Improvement: Identify opportunities for process improvement, enhancement of implementation methodologies, and optimization of client satisfaction. Provide feedback and insights to internal teams for product enhancements and future releases.

• You have 2-4 years experience working as an implementation manager, implementation consultant, project manager, project engineer, or similar role at a software-as-a-service company. 
• You love a fast-paced environment, can iterate quickly, and are comfortable diving into all-new kinds of projects. 
• You love the “startup mentality,” –which comes with the ability to take ownership of new processes, be empowered with the autonomy to drive your own projects and build new and exciting operations for the team. 
• You’re comfortable and experienced with agile and waterfall project management, and you have experience applying these methodologies to software solutions. 
• You’re an independent, resourceful problem-solver.
• You are comfortable getting technical and diving into data and reports when given the tools and training to do so. 
• You are passionate about mobility, sustainability, or mission-oriented projects with a significant real-world impact. 
• Nice-to-have experience: Professional project management certification (PMP or equivalent)

**FOR U.S. CANDIDATES ONLY:**

In accordance with pay transparency laws: the approximate salary range for this role is $75,000 to $115,000 (base salary + any variable comp). This range represents the anticipated low and high end of the salary for this position. Actual salaries will vary and are based on a multitude of non-discriminatory factors including final role leveling decisions, a candidate’s relevant work experiences/skills, and geographic location within the United States. Note: salary ranges for non-U.S. candidates may be higher or lower than the U.S. numbers above depending on location. Salary is one component of Swiftly’s total compensation package, which also includes stock options, competitive benefits, 401(k) matching, a fantastic team and culture, opportunity to have a huge impact, emphasis on professional growth and holistic wellness, and other perks.

Beyond the Skills:

We are looking for candidates who are passionate about mobility, sustainability, or mission-oriented projects that have a significant real-world impact. Ideal candidates encompass the core values of our company:

• Team. Together, we are more effective and better supported

• Impact. Drive impact for our customers, our company, and all of our teams

• Diversity. See differing perspectives as ways to address our weaknesses and find new strengths

• Communication. Assume others internally and externally have good intentions

• Feedback. We share feedback because we want each other to grow professionally and personally

• Growth. Foster personal, professional, and company growth

Benefits:

• Competitive salary

• Stock options for every employee

• Medical, Dental and Vision

• 401k with Employer Match

• Flexible Spending Account (FSA)

• Home office setup reimbursement

• Monthly cell/internet reimbursement

• Monthly "Be Well" stipend

• Flexible PTO with a required minimum

• Flexible work environment

• 16-17 paid holidays - including 4 holidays in months without US national holidays in 2024

• 8 fully paid weeks of leave for child birth/adoption

Travel note: Swiftly employees can generally expect to travel 1–2 times a year for in-person company or team offsites. As a fully distributed company, we consider these offsites important for cultivating strong relationships across our teams! Attending these in-person is expected and encouraged, although we understand everyone has different personal circumstances and we will consider requests for exceptions. Customer-facing team members and other specific roles may be expected to travel more frequently.

We are a truly mission-driven culture that is set to change the world of transit

We are an equal opportunity employer - we are committed to a workplace that is as dynamic, diverse, and passionate as the communities we serve.

Because we work with public agencies, we participate in E-Verify.